Western Water Online User Guide Western Water December 2017
About Western Water Online Western Water Online is a self-service portal for plumbers, builders and developers. With the portal, you can apply and pay for new single residential connections and size depth and offset information without filling in paper forms. The portal is accessible from most devices with an internet connection. In future, Western Water plans to offer a wider range of services through the portal. About this user guide This user guide is designed to help customers sign up for Western Water Online and make applications. For assistance using the portal please refer to this user guide. Please contact Western Water s Developer Services Team on 1300 650 422 if you are unable to resolve an issue you experience with Western Water Online. Contents 1. Signing up... 3 2. Logging on... 6 3. Understanding the Dashboard... 7 4. Applying for a new Single Residential Connection (SRC)... 8 5. Applying for Size, Depth and Offset (SDO) Information... 13 6. Using the shopping cart... 18 7. Portal administration for corporate account holders... 20 7.1 Overview... 20 7.2 Add a New User... 21 7.3 Edit existing users... 23 Ref: N/A Page 2 of 24 Uncontrolled when Printed
1. Signing up Before using the portal, you will need to sign up for an account: 1. Select Sign Up Ref: N/A Page 3 of 24 Uncontrolled when Printed
john.citizen@email.com.au 2. Enter your email address and then click on Send verification code. An email will be sent to your email address with a verification code 3. Enter the verification code you received and click on Verify Code john.citizen@email.com.au John 4. Enter your chosen password, first name and last name and then click the blue Create button Citizen Ref: N/A Page 4 of 24 Uncontrolled when Printed
5. Complete your profile by entering your Contact Details, Company Information (if relevant) and Address Details John 0412 345 678 Citizen #, Street Name Place Name 6. Read the terms of use and tick the box. Then click on Create account. WW Online will finalise your registration and take you to the portal s main dashboard page. You will also receive an email confirming that your account has been created successfully PLEASE NOTE: If you haven t received an email confirming your account creation, please check the Junk Email folder in your email application. Ref: N/A Page 5 of 24 Uncontrolled when Printed
2. Logging on Once you have signed up for an account, you can log on and use the portal: 1. From the portal s landing page, click on Login 2. Enter your email address and password and then click Sign In Ref: N/A Page 6 of 24 Uncontrolled when Printed
3. Understanding the Dashboard The dashboard allows you to make applications and pay for services, track the status of your applications and edit your profile details: Clicking on the Western Water logo will bring you back to this screen, wherever you are Click on the shopping cart icon for details of your purchases To logout or update your profile, click on the down arrow next to your name Click here to apply for a new connection Click here to make a new size, depth & offset request Check the details of your applications here Find the status of all your applications here NOTE: Submitted - you have completed and submitted your application and it cannot be cancelled or edited in the portal. It is now with Western Water for action Pending Payment - you have triggered the payment process for your application but still need to complete payment. The application will return to Incomplete status after 20 mins if the process is interrupted Incomplete - information is still required to complete your application Cancelled - you have cancelled the application before making payment Ref: N/A Page 7 of 24 Uncontrolled when Printed
4. Applying for a new Single Residential Connection (SRC) 1. Click on the Single residential connection tile 2. Check that you meet the Who can apply criteria and that you have everything you need 3. When you are ready to begin, click on Start application Ref: N/A Page 8 of 24 Uncontrolled when Printed
#, Street Name, Suburb, State, Postcode 4. Search for your property either using the street address or the lot and plan number #, Street Name, Suburb, State, Postcode Lot #1234 Plan #PS123456 Drinking Water Recycled Water Sewerage 5. Once you have found your property, click on Continue PLEASE NOTE: If you cannot see the property search (map) box, you may need to clear your internet browser cache. For Google Chrome users, select Ctrl +F5 to clear the cache OR click the menu in the top right hand corner of the browser screen, choose More tools, and then click Clear browsing data In the "Clear browsing data" box, tick the checkboxes for Cookies and other site data and Cached images and files. 6. Check the services that are available to your property. These are automatically pre-ticked by the portal but if they are not, please select the relevant services Selected property: #, Street Name, Suburb, State, Postcode 7. Check your water connection details these are automatically generated to be 20 mm Ref: N/A Page 9 of 24 Uncontrolled when Printed
8. Add your plumber details here. If you don t know them, please leave them blank 9. If you enter a reference number, it will appear on your monthly statement 10. Upload your site and floor plans 11. Then click on Next Selected property: #, Street Name, Suburb, State, Postcode Property lot #1234 Property lot plan: #PS123456 12. Read through your application to check that all the details are correct. If you need to change anything, just click on the Back button at the bottom of the screen Ref: N/A Page 10 of 24 Uncontrolled when Printed
13. Read through the terms & conditions, scroll to the bottom and tick the box if you agree to them. PLEASE NOTE: Your application cannot proceed without agreeing to the terms and conditions Selected property: #, Street Name, Suburb, State, Postcode Single residential connection 14. Check the fees payable and then choose either to make your payment now or to add your application to the shopping cart. The shopping cart is only available for those using credit cards, not business charge account holders, and is useful if you need to make other applications and wish to pay for all services at the same time 15. After selecting Submit and pay with credit card, enter the name on the card and click Next 16. Now enter your credit card number, expiry day and CVN (last 3 digits on the back of your card), then click on the blue Next button Ref: N/A Page 11 of 24 Uncontrolled when Printed
17. When your payment has been accepted, you will receive a receipt. You can print this off or proceed to your home (main dashboard) page where your receipt can also be seen under Submitted applications. You will also be emailed a link to your payment receipt Selected property: #, Street Name, Suburb, State, Postcode Single residential connection 18. In the My applications section of the page, you can now see that you have submitted an application. NOTE: Submitted - you have completed and submitted your application and it cannot be cancelled or edited in the portal. It is now with Western Water for action Pending Payment - you have triggered the payment process for your application but still need to complete payment Incomplete - information is still required to complete your application Cancelled - you have requested a cancellation for your application before making payment #, Street Name, Suburb, State Date submitted: 01/11/2017 Fees: $1,111.00 Postcode Your Ref: ref01 Charge to: Credit card Single residential connection 19. Details of the application are found here. Just click on the application to open it PLEASE NOTE: If you haven t received an email receipt, please check the Junk Email folder in your email application. Ref: N/A Page 12 of 24 Uncontrolled when Printed
5. Applying for Size, Depth and Offset (SDO) Information 1. Click on the Size, Depth & Offset request tile 2. Check that you meet the Who can apply criteria and that you have everything you need 3. When you are ready to begin, click on Start application Ref: N/A Page 13 of 24 Uncontrolled when Printed
4. Search for your property either using the street address or the lot and plan number #, Street Name, Suburb, State, Postcode #, Street Name, Suburb, State, Postcode Lot #1234 Plan #PS123456 Drinking Water Recycled Water Sewerage 5. Once you have found your property, click on Continue PLEASE NOTE: If you cannot see the property search (map) box, you may need to clear your internet browser cache. For Google Chrome users, select Ctrl +F5 to clear the cache OR click the menu in the top right hand corner of the browser screen, choose More tools, and then click Clear browsing data In the "Clear browsing data" box, tick the checkboxes for Cookies and other site data and Cached images and files. Selected property: #, Street Name, Suburb, State, Postcode Property lot #1234 Property lot plan: #PS123456 6. Enter your reference number (if you have one) here. It will appear on your monthly statement 7. Then click Next to Continue to payment Ref: N/A Page 14 of 24 Uncontrolled when Printed
8. Read through your application to check that all the details are correct. If you need to change anything, just click on the Back button at the bottom of the screen Selected property: #, Street Name, Suburb, State, Postcode Property lot #1234 Property lot plan: #PS123456 9. Read through the terms & conditions, scroll to the bottom and then tick the box if you agree to them. PLEASE NOTE: Your application cannot proceed without agreeing to the terms and conditions Selected property: #, Street Name, Suburb, State, Postcode Size, Depth & Offset Diagram application 10. Check the fees payable and then choose either to make your payment now or to add your application to the shopping cart. The shopping cart is only available to those paying by credit card and is useful if you need to make other applications and wish to pay for all services at the same time Ref: N/A Page 15 of 24 Uncontrolled when Printed
11. After selecting pay with credit card, enter the name on the card and click Next 12. Now enter your credit card number, expiry day and CVN (last 3 digits on the back of your card). Then click on the blue Next button #, Street Name, Suburb, State, Postcode Size, Depth & Offset Diagram application 13. When your payment has been accepted, you will receive a receipt. You can print this off or proceed to your home (main dashboard) page where your receipt can also be seen under Submitted applications. You will also be emailed a link to your payment receipt Ref: N/A Page 16 of 24 Uncontrolled when Printed
#, Street Name, Suburb, State Date submitted: 01/11/2017 Fees: $1,111.00 Postcode Your Ref: ref01 Charge to: Credit card Single residential connection #, Street Name, Suburb, State Date submitted: 01/11/2017 Fees: $19.65 Postcode Your Ref: A24567 Charge to: Credit card Size, Depth & Offset Diagram 14. In the My Applications section of the page, you can now see that you have submitted an application 15. Details of the application are found here PLEASE NOTE: If you haven t received an email receipt, please check the Junk Email folder in your email application. Ref: N/A Page 17 of 24 Uncontrolled when Printed
6. Using the shopping cart The shopping cart allows you to make many applications and then pay for them all at once. It is only available for those paying by credit card, not for business charge account holders. 1. Tick the Terms & Conditions box, confirm your payment details and then select Add to cart #, Street Name, Suburb, State, Postcode Size, Depth & Offset Diagram application 2. A confirmation message in green will appear at the top of your dashboard screen. Click on the X to remove it #, Street Name, Suburb, State Date submitted: 01/11/2017 Fees: $1,111.00 Postcode Your Ref: ref01 Charge to: Credit card Single residential connection Ref: N/A Page 18 of 24 Uncontrolled when Printed
3. Now click on the Shopping Cart icon to see the contents of your cart and to finalise payment #, Street Name, Suburb, State, Postcode Size, Depth & Offset Diagram application Ref: N/A Page 19 of 24 Uncontrolled when Printed
7. Portal administration for corporate account holders 7.1 Overview #, Street Name, Suburb, State Date submitted: 01/11/2017 Fees: $1,111.00 Postcode Your Ref: ref01 Charge to: Credit card Single residential connection #, Street Name, Suburb, State Date submitted: 01/11/2017 Fees: $19.65 Postcode Your Ref: A24567 Charge to: Credit card Size, Depth & Offset Diagram 2. You are also able to edit the details for your existing users and add new users to your corporate account. Click on your username to access the drop-down menu. Then select Manage Users #, Street Name, Suburb, State Date submitted: 01/11/2017 Fees: $1,111.00 Postcode Your Ref: ref02 Charge to: Credit card Single residential connection NOTE: 1. Corporate administrators can check all the applications made by everyone in the same corporate organisation. Just click on the application to see details. Submitted - you have completed and submitted your application and it cannot be cancelled or edited in the portal. It is now with Western Water for action Pending Payment - you have triggered the payment process for your application but still need to complete payment Incomplete - information is still required to complete your application Cancelled - you have requested a cancellation for your application before making payment Ref: N/A Page 20 of 24 Uncontrolled when Printed
7.2 Add a New User 3. From the Manage users screen you can either edit existing user details or create a new user. To give someone in your organisation access to the portal, click on Add new user 4. Add the email address of the new user, their first name and last name and select their access rights to the system. If you don t want your new user to be able to edit the details of other users and add new users themselves, select no. When you are done, click on Send invitation Ref: N/A Page 21 of 24 Uncontrolled when Printed
5. Your new user will be sent an email inviting them to register on the portal. When they click on the link in the email, they will be taken to the registration page and can update their profile, create their account and start using the portal. Corporate account admin will also be copied into this email PLEASE NOTE: If your new user hasn t received an email inviting them to register on the portal, please ask them to check the Junk Email folder in their email application. Ref: N/A Page 22 of 24 Uncontrolled when Printed
7.3 Edit existing users 1. Click on the user you wish to edit Ref: N/A Page 23 of 24 Uncontrolled when Printed
2. Edit the details, then click on Save. NOTE: You will only be able to edit the fields which are white, not those in grey. The grey fields are created by each user as part of their profile when they complete registration. You will also be able to Disable and Enable a user in the system. Any changes to a user s status triggers an email informing them of the change. If they haven t received an email, ask them to check the Junk Email folder in their email application. Ref: N/A Page 24 of 24 Uncontrolled when Printed